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For the term "Customer Service".

After Sales Service / Customer Service

After sales service refers to all those processes which ensures that customers are satisfied with the products and services of the organization.

Driving Business Leadership through Customer Service

Many successful organizations have chosen certain value propositions with reference to their product and/or service offering. Lets understand the role of customer service in building brand leadership.

Be-Attitudes of Customer Service

Customer-facing teams must be equipped with the skills needed to create excellent customer service experiences. Here are 7 attitudes of customer service.

What do Customers Want?: Five Customer Service Trends | Magentrix

The truth: You might have the best product ever, but if you aren’t listening to your customer’s needs, you’re doomed to fail. There’s no one-size-fits-all approach to customer service. We’ve got 5 trends that will help.

Extreme Customers, Extreme Service

Bad client reviews travel faster than a speeding bullet. If a situation is deteriorating rapidly, it’s time to explore some extreme customer service options.

Defining The Services Of The PMO: The Customers’ View

This column continues a multi-part series that addresses the practical steps and considerations in setting up a PMO in today’s organizations. This installment defines in more detail the process that needs to be followed in defining the services of the PMO.

Building Products and Services around Customers Business

In this fast paced, complex and highly competitive environment, achieving and retaining a leadership position is a huge challenge. Many organizations have achieved leadership through their strategy of partnering with their customers in their business.

Keep the Customer Happy

In a customer-service provider relationship, there is a great deal that the service provider can do to make the relationship productive and vibrant from a project management perspective. Dedication to understanding the customer is key. This means understanding not only the customer’s needs, but also the customer himself or herself. Understanding the customer requires thinking about what a requirement means to the customer. And requirements might not mean the same thing to the customer as it does to the project manager.

Keep the Customer Happy

In a customer-service provider relationship, there is a great deal that the service provider can do to make the relationship productive and vibrant from a project management perspective. Dedication to understanding the customer is key. This means understanding not only the customer’s needs, but also the customer himself or herself. Understanding the customer requires thinking about what a requirement means to the customer. And requirements might not mean the same thing to the customer as it does to the project manager.

The Customer Connection

Why involve project management before there’s a project? Customer expectations are often out of whack before the services part of the organization ever gets its hands on the project. Here we look at the root of the problem–and provide some solutions.

Can We Relate? Connecting Superior Service to Superior Staff

Customer service, in all its capacities, begins at the staff level. However, it should not be considered a personal responsibility or even one simply defined within specific occupational roles; instead, it needs to be integrated as part of the daily activities of an organization and incorporated into the very being of its operation.

Tightrope Walking: Balancing Pressures as a Professional Services PM

There are some excellent benefits to working directly with customers, but there are pressures that you need to be aware of and actively manage if you are to be successful. Here are three examples of the types of pressure you will feel, and some advice for navigating through them. If you are considering working for as a consulting or professional services project manager, read on.

Tightrope Walking: Balancing Pressures as a Professional Services PM

There are some excellent benefits to working directly with customers, but there are pressures that you need to be aware of and actively manage if you are to be successful. Here are three examples of the types of pressure you will feel, and some advice for navigating through them. If you are considering working for as a consulting or professional services project manager, read on.

Project Management as a Service: The New Model

Do you deliver Project Management as a Service? That doesn’t mean outsourcing your PM to a consultancy, but changing the way you think about project management and your customers–they are clients of the project management processes that you provide.

Six Sigma in the Service Industry: A Process-Driven Approach to Advancing Quality

Although the original focus of Six Sigma was on manufacturing, today it is widely accepted in both service and transactional processes. Successful Six Sigma projects lead to improved customer satisfaction, process predictability, and increased profits. This article examines the benefits of the Six Sigma approach, pros and cons of the Six Sigma strategy, and includes four critical steps for implementation.

Application of Lean Thinking to IT Services

When we talk about lean thinking, we often imagine the industrial world. In this article, the author addresses optimization in IT services and identifies six steps to activating lean processes. To understand lean thinking, IT service providers are encouraged to focus on value, such as it is defined by the customer and on the relentless elimination of waste that impedes the flow of value.

Tackling Service-Based Portfolio Management

As we think about how we evolve our portfolio management disciplines, it is important to practice portfolio management within the context of service management. Ideally, an IT organization clearly defines its set of products and services via a service catalog and each customer works with a service portfolio manager to manage the lifecycle of services that is pertinent to them.

Customer-Centric E-Commerce System Development

E-commerce is getting ingrained in business thinking. Customer Relationship Management is no longer just customer service guys. IT departments also need to become adept at CRM because the new thinking says that their users are their ‘customers’ and they should become more responsive and adaptive to business and customer needs.

Cussing Your Service

Just about everyone is involved in customer service to some degree–regardless of your actual exposure to customers. So if we are knowledgeably aware of the struggles that are commonly a part of the distribution and delivery of a final project, why is it that we forget this when we contact customer service representatives ourselves?

The Internal Customer

Maybe we should consider our internal customers as just that–customers. That doesn’t mean that we stop using ITIL and start entering them into our CRM system, but we should provide them with the same standard of service–and expect the same level of commitment.

Happy Customers

The idea that customer service is part of a project manager’s job description is not much in debate. So why is it so often relegated to an afterthought when planning a project and gauging its ultimate success or failure? For better or worse, we’re only as successful as our last customer thinks we are.

Topic Teasers Vol. 72: Agile Customer Support

Question: We’re totally committed to agile as a methodology, and we think that is partially why we have now grown so big that we need to open a customer call center. However, my expertise is not in planning contact centers, so what is the current wisdom of how these need to function to satisfy customers?

A. Customer inquiries are best served by FAQ sites: online and well-written website summations of the products you offer and the way they function. Spend your money in this type of development, which is probably more comfortable for you anyway.

B. Most staff members are reluctant to move into customer support functions, so you will first need to make sure there are enough competent people who know about your offerings available for hire. Prepare hands-on tests to screen out those who do not already know your merchandise or service products.

C. Call centers are the most cost efficient way to deal with customer issues, but you should outsource this function as creating your own may be beyond the skill set you possess. Third-party providers are uniformly cheaper than an internal system.

D. First, determine if it’s in your organization’s best interest to create a call center or a contact center. They are two different things and have different pluses and minuses. Then consider a management style for the center based on the agile philosophy.

Pick your answer then Test Your Knowledge!

How to Write a Customer Satisfaction Survey: 10 Steps

How to Write a Customer Satisfaction Survey. Customer satisfaction surveys can be used to measure your customers’ satisfaction or dissatisfaction with specific areas of your company and services. Customer satisfaction surveys can also be…

How to Measure Service Quality (with Pictures) – wikiHow

How to Measure Service Quality. Providing high-quality service is a major concern for nearly any business. Quality of service can be a major factor when customers decide which business to use to solve their needs. Customers have certain…

Supported Employees Mean Satisfied Customers

Employees are an agency’s most important asset when it comes to improving citizens’ satisfaction with government services. But the report Government for the People: The Road to Customer-Centered Services found that federal agencies are not doing enough to prepare employees to deliver great customer service.

Watch Out! Your Customer is Evaluating YOU!

E valuating Customer Experiences To discuss and deliver a training program on “Evaluating the Customer Experience”, expect that your audience will give you highly charged feedback that is vocal, interactive, and filled with very personal testimony – positive and negative. Why? Depending on the customer service outcome, in any given shopping experience, organizational and human behavioral psychology are forced into one place – revenue gain or loss at the expense of an emotional consumer. Quantify Your Customers Buying Habits Managing the Sales Learning Function becomes an important factor here in successful training and development.With this in mind, it is even more critical now to watch carefully and evaluate the quarterly value proposition percentages and net revenues of a business against the customer experience. Sales and Customer Service Training Managers need to teach their teams the importance of learning to execute best practice behavior that ensures a positively outstanding customer relations experience. The result of not applying these behaviors at any random moment when interacting with a buyer or repeat customer can have dramatic negative results on a business brand that is trying to sustain a positive marketplace perception. The Customer is now a REAL Consumer Watchdog It is at this place, where the consumer has a lot of “power” over the company. Viral feedback, negative or positive, flies in the face of internet social economics where the consumer will post comments on Facebook and Twitter. Negative postings can severely handicap a brand, cash flow results and organizational effectiveness. It is extremely expensive to fix the perception of the customer. Negative customer feedback can derail the efforts of a well planned business strategy designed at increasing customer market share. The Customer is in Control Organizations are facing more intense customer service pressures, so Trainers need to make sure that soft skill competencies in customer, sales and service delivery are taught in ways that reflect positive business results. According to the Journal of Marketing Research, http://www.jstor.org/pss/3152082 “when a service failure occurs, the organizations response has the potential to either restore customer satisfaction and reinforce loyalty or complicate the situation and drive the customer to a competitor.” The ASTD Sales Training Drivers defines “evaluating the customer experience” as assessing the effectiveness and positive impact of solutions and then communicating the results to the stakeholders. Key actions include: identifying and using operational metrics that clearly express beneficial results that are understood and valued by solution stakeholders. (net promoter scores, total cost of ownership, return on investment (ROI) time to competence and productivity ratios.) Therefore, it is the Trainers responsibility to show how a total customer experience will influence customer perception, customer value, service quality and customer loyalty, as it relates to financially responsible business results.

Software as Service: What are the Four Pillars for Elearning?

As I get ready for the new year and a new job, I find myself with more time for deep thinking. I’ve stumbled on to a really interesting framework for thinking about enterprise elearning. Phil Wainewright of ZDnet wrote about a recent presentation by JP Rangaswami, CIO at top global investment bank Dresdner Kleinwort Wasserstein (DrKW). Rangaswami is recognized as a leader, early adopter and advance thinker in enterprise information technology. In his presentation, Rangswami calls out the four pillars of “enterprise 3.0”: This could be a very interesting framework for thinking about learning and training applications. Here are some of my comments interspersed with italicized quotes from Wainewrights original post on The four pillars of enterprise 3.0. Publishing- Any application that generates data will act as though it’s a content publisher… Hmm, this sounds a lot like authoring tools and LCMS/LMS products. The significance of this is that it reduces all of these applications to the level of raw feed generators: “You can’t differentiate, it’s just content.” OK, here is where I see elearning being different; the interaction, the instructional design and the context seem more crucial than for your average IT application. Then again, maybe elearning is more like Conversation (see below). Discovery- This is the application that gives everyone a “Google experience” — a single, homogenous database where everything is stored and where everything is discoverable. Though the LMS was intended to be this, it clearly isn’t. There is too much critical learning/knowledge tucked away in help systems, informal learning, etc.To me, Rangaswami’s observation on security applies to the LMS in general because it isn’t a “daily portal” for most people and isn’t always on and easy to access; it has become a walled garden. Fulfilment- This is the application that makes things happen, most notably for customers. The training professional’s customer is a learner. Here, as in other businesses, the capability to provide identity management, roles, personalization, and contextual choices is critical. Conversation- All the channels of collaboration between people, either inside the organization or beyond its walls. This is really interesting. It hits on collaborative learning and reaching the extended organization (channel partners, suppliers, distributors, and customers). Very interesting to think about how web conferencing and VoIP will emerge in the learning & training “Conversation”. Right now, I’m not sure how authoring tools and LMS offering will handle these sorts of conversations. Historically they have been broadcast, not dialog. Though some may say threaded discussions and virtual classrooms are dialog, I see them as heavily moderated dialogs at best. All-in-all, this an interesting framework for analyzing and architecting elearning solutions, that I will make use of regardless of the technical uses of SOA and web services for elearning.

New Webinar – Sales Consulting with Customers: Increasing Revenue through Non-Traditional Resources

Growing your revenue from non-traditional sources is a critical strategy in today’s business environment and a natural extension of your current sales staff. Technical and service staff are some of your best sales people because of the customer respect they’ve earned. In this session, you’ll discover how developing the consulting skills of technical staff can extend your revenue, including: Join Kendra Lee and David Livingston? on Wednesday, March 23rdat 1:00 p.m EST in this case study session to learn how Xerox successfully extended sales by developing their technical experts. They will share how the program worked for Xerox Customer Service Engineers, and how their methods can be applied to other settings. Register now! ?

Link Service to Value

The Link Between Customer Service and Value Prior to entering into a business relationship, it is always important to assess and listen to what the customer’s needs are prior to responding. Customer Service Training allows your team to learn the skills necessary to quietly listen, and then offer direct solutions to customer questions. This helps your organization retain important client relationships. More importantly, it helps ensure your organization doesn’t spend money to acquire new customers. Customer service considerations:

Serving Your Most Important Customer

Alex Moore interviews Eric Keller of the Partnership for Public Service about the recent report, The Most Important Customer: Improving the Citizen Experience With Government.

Learning Assisted Service

The carwash company gives customer loyalty and satisfaction a steady boost by using coaching, certification, and social media to develop its employees.

This podcast is sponsored by Pfeiffer, an imprint of John Wiley & Sons, Inc. Pfeiffer serves the professional development and hands-on resource needs of training and human resource practitioners and gives them products to do their jobs better. They deliver proven ideas and solutions from experts in HR development and HR management, and offer effective and customizable tools to improve workplace performance. Lean more at www.pfeiffer.com.

Forecasting Great Service

A successful multi-year learning initiative helped Universal Weather & Aviation maintain customer and employee centricity as the company continues its growth.

Quality of Relationship with Customers

Delivering best quality services to customers is considered the most efficacious way to ensure that an organization stands out from a group of competitors and avail the privilege to be known as best among all.

Service Industry at Cross Roads

Services as we all know offers intangibles and can be qualified through the experience delivered to the customer. Service industry in the past few years has gone places. The article discusses about the growth of service industry across the globe.

Leadership in Service Industry

The past few decades has seen unprecedented growth of service industry. Maintaining leadership in service industry calls for a different mindset and thinking in terms of continuous innovation and providing enhanced value of customer experience and service.

What is Customer Satisfaction ?

Customer satisfaction is a part of customers experience that exposes a suppliers behavior on customers expectation. It also depends on how efficiently it is managed and how promptly services are provided.

Services Marketing – Moment of Truth

A moment of truth is defined as an instance where the customer and the organization come into contact with one another in a manner that gives the customer an opportunity to either form or change an impression about the firm.

Service Module – Setting Up and Configuration Control

A properly implemented ERP service module provides for the management and activities related to service functions, applicable both for external customer as well as for internal maintenance of plants and equipments.

Customers Expectations and Delight

Based on the quality of the service experience a customer will either be satisfied, dissatisfied or delighted. Exceeding customer expectations is all about creating that extra value for the customer.

Dealing with Failure of New Product or Service

When a newly launched product fails to impress customers, it is a huge loss for the respective organization. The article explains how to move on and plan judiciously so that you not only overcome the failure but also revive some part of the losses incurred through product failure.

Characteristics, Functions and Services of a Retailer

This article provides an introductory overview of the key characteristics of a retailer, the functions performed by a retailer in today’s competitive world and services offered by a retailer to the customers as well as wholesalers.

Factors affecting Customer Satisfaction

Customer satisfaction is the overall impression of customer about the supplier and the products and services delivered by the supplier. Factors that could affect customer satisfaction are discussed in the article.

Transform your Services with ‘Servitization’ – Hot Topic

Some industries are experiencing a switch from focusing on products and production, to service and holistic solutions for their customers, clients, citizens, etc. This focus is offering a new way to be financially sustainable and yet, despite this growing recognition, the adoption of servitization is still moving quite slowly. In part, this is because it involves not only business model innovation, but also organisational change and new technologies to be adopted.